How do I return an Item?
Bubgo wants you to be happy with every purchase, but customers may want to return an item in some cases. You can view the steps in our returns process in the table below.
If you need to return an item, you can begin the process by following these steps.
1. log in to your account and click on My Orders
2. Click on order you need help with
3. Make sure you have received your package and click on "Order Received." Then submit a "Return or Exchange" ticket, and you will be taken to an online form.
4. Please fill out the form, including as many details as possible, and upload photos that clearly show the problem with the item (if necessary).
5. Our Customer Service team will get back to you within 24 hours.
6. Customer Service will approve your return and send you a product return form. Please fill it out completely and send your item back to us as soon as possible.
7. Once we receive your package, your return will be processed within 3 to 5 business days, and you will then receive a refund.
Please note that we do not currently provide return labels or return forms to process returns.
Our goal is to provide a service that benefits all of our customers. We want you to be satisfied with each purchase you make. In some cases, you may wish to return certain items. Please read the return policy below, and we will do our best to assist you.
Returnable/refundable or exchangeable within the warranty period
Items are subject to the following criteria.
1. Faulty items that arrive damaged or broken.
2. Incorrect size/color of the item received.
- Faucets and lights and lighting category 1 year (excluding bulbs/LED strips/LED strings/decorative and night lights)
- The rest of the items 30 days
If you are not satisfied with your purchase and the product is still in new condition, we can arrange a refund. However, you will be responsible for paying the return shipping costs. Please submit a "return or exchange" ticket within 7 days of receiving your order.
Note: Items that can be returned/refunded within 7 days of receipt must meet the following criteria:
1. The item is in its original packaging with tags.
2. The item is in new condition: unwashed, unworn, unused, and unaltered.
For items without quality issues, please understand that we will not be responsible for return shipping costs. All return requests must be authorized by our customer service team prior to shipping to our return address.
We cannot accept returns when.
1. Items outside of the warranty period.
2. Items that have been washed, worn, used, removed from labels, or abused.
3. Items in the following categories are not returnable for customer reasons.
*Customer reasons: no longer needed, wrong purchase, not as expected, change of mind, etc.
Before making a return request
For any reason, if you wish to cancel your order while it is in transit, you will need to wait until you receive the package before making a return request. This is because cross-border shipping involves complex procedures, domestic and international customs clearance, and local and international shipping companies and agents.
If you refuse to pick up the express parcel from the postman or fail to pick up the parcel from the local pick-up store, our customer service will not be able to determine the condition of the parcel and therefore cannot process your return request.
If a parcel is returned to our warehouse for personal reasons (see details below), we will contact you to re-pay the reloading postage (via PayPal) and arrange for reloading.
However, please understand that no refunds will be issued in this case. Details of the customer's personal reasons.
* Wrong address/no consignee
* Invalid contact information/no response to delivery calls and emails
* Customer refuses to accept the parcel / pay the tax fee / complete customs clearance
* Parcel not picked up by the deadline
Return address and refund
Return Address: You will need to send the returned product to our warehouse in China. Please be sure to submit a "return or exchange" ticket to customer service first to obtain a return address. Please do not return your package to any address stated on the shipping label where you received it. We are not responsible if the package is returned to the wrong address.
Refunds: Refunds will be issued to your Bubgo Credit account. You can pay for your new order with Credits or withdraw it to the original account/card you paid for previously. The original shipping and insurance charges are non-refundable.
If you wish to return an item, please click on "Order Received" to confirm that you have received your package. Then submit a "return or exchange" ticket with supporting proof (photo or video). We do not offer a return label service. Please contact our customer service for instructions. After you submit a work order, our customer service will approve your return request based on our policies, warranty, product status, and the proof you provide.
We are also not responsible for any after-sales issues that are mishandled without Bubgo's prior approval. We also require justification for each claim, such as photographic and video proof.
Trackable Parcel Tracking Period
Please note that all shipping companies will only accept inquiries submitted within the inquiry period. If you would like to inspect a parcel that has not been received, please contact customer service within the specified time period. Thank you for your cooperation.
* Expedited Express: 30 days from the date of shipment
* Expedited Post / Priority Line / Economy Air: 60 days from the date of shipment
* Postal Service - Tracking: 90 days from the date of shipment
Parcel delivery follow-up and review invitation
We will send you a shipment follow-up email after a certain shipping deadline and invite you to share your shopping experience.
* We hope you like our service. You are welcome to confirm your receipt and post a review to win shopping rewards. (If your party has not updated, our system will automatically confirm the delivery.)
* If you haven't received your package, please contact customer service for assistance.
If you need help, please contact us.
Order Cancellation Policy
For all products except custom-made items, orders may be canceled for a full refund at any time before the order is shipped.
For custom products
Orders canceled within 24 hours of payment confirmation are eligible for a full refund.
Orders canceled after production has begun might be canceled, but you will be responsible for 50% of the product price.
Customized products that have already shipped cannot be canceled.
How Long will it Take for me to receive a Refund?
P Leasing notes that refund processing times vary and may take up to 30 days, depending on your financial institution.
For PayPal, refunds are usually issued within 2-3 business days. So please check your account after.
For Klarna, once Bubgo accepts your cancellation/return, Klarna will cancel any future scheduled payments and refund any amounts due. The refund will be reflected in the Klarna app immediately. Refunds will be processed within 5-7 business days and will be returned to the debit or credit card originally entered at checkout.
For estimated refund times for the different payment methods, please refer to the table below.
|Original Payment Method||Refund Time|
|By credit/debit card||up to 30 business days|
|By PayPal balance||Instantly|
|Other payment methods||7-14 business days|
Where Will the Refund be Issued?
Depending on the payment method, refunds will be issued to your Bubgo credit account or returned to the original account/card you previously used to make the payment. Please follow the instructions you received from the customer support team to check the progress of your refund.
After logging into your account, if your refund has been issued to your Bubgo Credits account, you can view your credits balance in My Rewards & Credits. You can use Credits/balance to pay for new orders efficiently and quickly.
Who Pays for Return Postage?
If you need to exchange or return an item because it arrived defective, damaged/broken, the wrong products from your order, or soiled, we will cover the shipping costs for the exchange and return. If this is not the case, you must cover the cost of shipping the item to our warehouse.
If My Credit Card is no Longer Valid or Has Expired, How do I Get a Refund?
When issuing a refund to an invalid, expired, or canceled credit card, in which case we will receive a rejection code when attempting a refund, we will contact you to provide us with a PayPal account. Otherwise, the refund will be reissued to your store credit. You can follow up on our communications through "Tickets."
How Can I Complain About The Service?
We guarantee the satisfaction of every customer. If you're no longer satisfied with the service provided by our agents, you can file a complaint with the supervisor for help.
There is a "Complaint" button at the bottom of each work order page.
Please enter the details of the problem in the message box, and the supervisor will respond to you within 24 hours to resolve your issue.